Account Manager - Parking Operations - Four Seasons Westlake Village

Towne Park•Westlake Village, CA

5d•Onsite

About The Position

The Account Manager directly oversees one Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. Towne Park is a hospitality services company committed to creating smiles by delivering exceptional experiences. This role offers an opportunity to impact millions of patients, visitors, and guests served by the company. The Account Manager is responsible for driving business metrics, improving financial performance, managing scheduling and overtime, ensuring accurate reporting, and maintaining compliance with policies and procedures. Additionally, the role involves active engagement in recruitment and hiring, fostering a positive work environment, providing training and coaching, and conducting performance appraisals. Service management includes ensuring consistent guest/patient service delivery, efficient labor allocation, and meeting client service standards. Client relations management involves developing strong relationships with clients, maintaining regular communication, and identifying opportunities for business growth. The role also requires full utilization of Towne Park's systems for asset and expenditure control, maintaining a clean work environment, and adhering to safety and risk management procedures. Sales responsibilities include maintaining client relationships for references and leads, and advising leadership of any changes in client ownership or management.

Requirements

Associate’s degree preferred and a minimum of two (2) years of related experience and/or training; OR equivalent combination of education and/or experience.
Knowledge of general business practices including accounting, human resources and customer service.
Must be able to drive manual transmission.
Must have and maintain a valid driver’s license and clean driving record.
For insurance purposes, must be at least 18 years of age.
Must be able to pass a criminal background, MVR and drug screen.
Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines.
Demonstrated work ethic, drive, energy, and persistence to achieve goals.
Ability to maintain stability, dependability and professionalism when faced with changing and difficult situations.
Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications.
Written and verbal communication skills to effectively address all levels within the organization.
Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures.
Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications.
Ability to compose professional internal and external business communications including reports, memos, letters, and e-mails.

Nice To Haves

Associate’s degree preferred

Responsibilities

Oversees one Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives.
Drives business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
Improves the financial performance and profitability of the account.
Manages scheduling, overtime for associates, tip reporting, and timekeeping.
Ensures forecasts, payroll, and accounting reports are on time and accurate.
Effectively utilizes standardized business systems and ensures compliance with policies and procedures.
Actively engages in recruitment and hiring processes.
Fosters an environment that retains talented associates.
Responds proactively to associate feedback and suggestions.
Ensures new associates receive proper orientation and on-the-job training.
Recognizes great performance and provides opportunities for growth.
Trains and coaches team and individual performers where improvement is needed.
Identifies talent and helps develop future leaders.
Conducts regular performance appraisals and provides feedback and coaching.
Holds effective associate meetings and ensures shift huddles occur.
Practices positive discipline and provides accurate and timely performance documentation.
Delegates decision-making and responsibilities appropriately.
Ensures the guest/patient service experience is delivered consistently on all shifts.
Efficiently allocates labor resources to support service delivery.
Works with Area/District Manager and Human Resources to forecast and plan for seasonal variances.
Understands client service standards and integrates Towne Park’s standards.
Ensures Towne Park is helping to drive client service metrics/measurements.
Develops cohesive working relationships with clients’ staff members.
Maintains regular meeting rhythms and communication channels with the client.
Ensures the entire team is focused on exceeding client expectations.
Capitalizes on opportunities to grow Towne Park’s business by building client loyalty.
Fully understands and utilizes Towne Park systems to control assets and expenditures.
Maintains a clean, neat work environment.
Completes all tasks in a timely manner.
Cooperates with management and coworkers to ensure services meet needs.
Treats clients and associates with courtesy, respect, and dignity.
Maintains strict confidentiality of associate and client information.
Understands and follows safety and security procedures.
Practices preventative safety procedures.
Reports all accidents and incidents immediately.
Uses only trained equipment and operates it safely.
Reports all potential high-risk areas and safety concerns.
Ensures associates are adequately trained in safety and loss prevention.
Ensures claims are reported timely and accurately and cooperates with Risk Management.
Follows progressive disciplinary process for accountability.
Promptly responds to workplace safety concerns.
Follows procedures for reporting on-the-job injuries.
Adheres to Towne Park employment and payroll policies.
Maintains relationships with present clients for references and leads.
Keeps leadership and sales teams advised of changes to Ownership Groups/Management Companies or Brand changes.
Advises Leadership and Sales of any changes in position at the client location.
Monitors existing clients' business for construction, expansion, or changes that could lead to internal growth opportunities.